Fixing Stripe Account Problems

Find the message shown on the Stripe Account card at Dashboard > Settings > Payments, then follow the steps below. For what each message means, see Connecting your Stripe account.

Finish connecting Stripe

You started setup but did not finish Stripe's form. The missing details can only be entered through that form, so your Stripe Dashboard and Stripe support cannot complete it for you.

1. Go to Dashboard > Settings > Payments.
2. Click Finish Setup.
3. Complete Stripe's form and return to Equaticket.

Stripe is reviewing your details

Nothing to do. Stripe usually finishes within a few minutes. Check the card again shortly. On the event Publish step, click Re-check Stripe to refresh the checklist.

Capabilities pending

Stripe is still approving card payments. Click Complete Setup on the card in case Stripe needs anything else, and check your Stripe Dashboard for messages from Stripe.

Verification needed

Stripe needs more information before it turns payments on. Buyers cannot complete paid checkout until this is done.

1. Click Continue Setup on the card, or open your Stripe Dashboard.
2. Provide what Stripe asks for (often an ID document or business details).
3. Once Stripe accepts it, the card changes to Connected.

Account restricted

Stripe has turned off payments. When this happens, we pause your published events and email you.

1. Click Open your Stripe Dashboard on the card, or Continue Setup, and resolve everything Stripe lists.
2. When Stripe turns payments back on, we email you that your account is active again.
3. Your events stay paused until you republish them. Open each event, go to the Publish step and click Republish event.

Payouts paused

You can still sell tickets. Stripe is holding payouts until you complete its outstanding requirements in your Stripe Dashboard.

Disconnected

The link between Equaticket and your Stripe account was removed, usually because it was disconnected from the Stripe Dashboard. We pause your published events and email you.

1. Go to Dashboard > Settings > Payments and click Continue Setup on the card. This sets up a new connected Stripe account.
2. Complete Stripe's form.
3. Republish each paused event from its Publish step.

If Stripe closed your account entirely, you will need to set up a new one the same way.

Verification deadline coming up

If the card shows a Verification Deadline, you are still selling. Provide what Stripe asks for in your Stripe Dashboard before that date. We email reminders 7 days, 3 days and 1 day before it.

Still stuck? Contact us.